Unable to Upgrade After Recent Address Change/Move

Need Help?

That's what we're here for! The goal of the Rogers Community is to help you find answers on everything Rogers. Can't find what you're looking for? Just ask!
cancel
Showing results for 
Search instead for 
Did you mean: 
Reply
Highlighted
I've Been Here Awhile
Posts: 2

Unable to Upgrade After Recent Address Change/Move

I have been with Rogers well over 20+ years. I recently moved from my home (where we lived for 18 years). I wanted to upgrade 2/3 phones on my account and learned I cannot process this request, online, until THREE MONTHS after the change of address date. I asked the customer service rep (via online chat) multiple times 'why' I cannot request the upgrades. I was told if it was an emergency I could go 'in store' to request an upgrade. I challenged the thinking asking "what if I had mobility issues" (part of the reason we moved) and it was not answered.

 

Can someone please explain WHY I am unable to request an upgrade, online, for three months following an address change?

 

 

 

***Edited Labels***

Solved! Go to Solution.
Moderator
Moderator
Posts: 493

Re: Unable to Upgrade After Recent Address Change/Move

Welcome to the Community and thank you for your post @CW7,

 

 

New upgrade sounds exciting, and I appreciate you sharing your feedback. To ensure account security and prevent fraud we cannot complete upgrades over the phone/social media/live chat if the billing address has been changed within the past 30 days. However you can definitely upgrade at a retail location with valid photo identification and proof of your new address. 

 

Good luck with the new devices. Please let us know if you have any further questionsRobot Happy.

 

 

 

 

RogersZia

I've Been Here Awhile
Posts: 2

Re: Unable to Upgrade After Recent Address Change/Move

Thank you! It would have been helpful (and avoided frustration on my part) had the customer service rep replied with this answer.

Moderator
Moderator
Posts: 493

Re: Unable to Upgrade After Recent Address Change/Move

Hey @CW7,

 

Happy to help Smiley Happy!  I'm glad you posted here to clarify. Feel free to reach out to us if you ever have any other inquiries!

 

Thank you for being part of the Rogers Community Forums.

 

 

 

 

RogersZia

What's New
2018 VIVO IPL 11
April 7th - May 27th, 2017
Full Package
Sportsnet PPV: 377 HD | 378 SD
Price: $29.99
Playoff Matches
Sportsnet PPV: 348 HD | 250 SD
Price: $14.99/game
Full Details and Schedule

The VIVO IPL is a professional Twenty20 cricket league established by the Board of Control for Cricket in India (BCCI) in 2007. The tournament features eight teams from across India with some of the most exciting and talented cricket players in the world! The 2018 season of the Indian Premier League, the VIVO IPL 11, begins its eleventh season on April 7th.

 

Topic Stats
  • 3 replies
  • 373 views
  • 0 Likes
  • 2 in conversation